Dell Computer Getting a replacement motherboard is a nightmare Internet

Well parts are not really mysteriously canceled, its normally the result of the tech as the process of dispatching goes from Phone tech getting approval from senior tech which they have to note the name of the Senior Tech then at the end of the call e-mailing that dps number to the approving senior then the senior looks over add any thing in then it gets reviewed by a dispatcher who then decides if the part is sent or not, leaving something out in the notes like verifying the address and the logging it in the Service Request / Case , or using a party that varies from the one that came on your system , but if you have the dispatch call in and say it needs to be re dispatched

In the past eighteen months I have had nothing but trouble with Dell and there warranties. I have experienced having my warranty orders canceled time and again with no notification. I'm the owner of several Dell laptops Inspiron (3) 1525 & (2) 1545. These computers are inferior at best and there customer service is even worse. I've been waiting for replacement parts for some of my computers now for over four months. Two months ago I bought 2 inspiron 1545's and experienced problems with them with 5 days. I'm still waiting for them to send me a card board box to have them shipped back. It has been two weeks now. On both of these computers the lcd's quit within two days of each other. One of the computers also had a product key from Microsoft vista that was no good. Microsoft said in order to continue using vista I would have to pay $149 to purchase a good product key in order for windows to continue working. Of course Dell doesn't want to take any responsibility for this at all. I also own three inspiron 1525's which are even worse then the 1545's. These machines were literally falling apart when they came out of the box. So with five systems bought from Dell in the past eight months I have only one that is in working order and Dell is doing nothing about honoring there warranties. It's a bunch of crap that some senior tech cancels the orders with no rhyme or reason. Plus isn't it a pain speaking with someone from India that can hardly speak the English language nonetheless understand it. All they do is repeatly read some rebuttal script. Dell is making a terrible product and its customer service is the worst I have ever seen. When you deal with these people they automatically attempt to put you on the defensive.

Its really not a bunch of crap, All dispatches are reviewed before being sent out by one of two people either A Dispatching Team in Dell or the Immediate Sr. Tech, If the Phone Tech does not log the call correctly putting such things as VDI - Verify Dispatch Info. It will be canceled on the spot, If someone in the Dispatching team sees this dispatch is canceled and that's the end of that dispatch, Now when a tech is doing a dispatch he or she should e-mail the Sr. Tech who gave approval of the DPS (Which their name also has to be in the notes or will be canceled as well), Sr. Tech will then review the DPS, and ask the Tech any questions or make any changes before it is then dispatched. But if you have waited for more than 2 weeks for a dispatch, Its not Comming to be honest. As for the Product Key, You Need to see if your Service Tag is in the BIOS if not then you need to have a tech to flash the bios with your service tag as With OEM Versions of XP it uses the service tag to validate. And if you truely want to speak with North American Support it is premium support and covers slightly more than the regular Hardware warranty so it is fee based (Assuming this is a consumer purchase and not a business one) http://www.dell.com/content/topics/segtopic.aspx/services/your_tech_team?c=us&cs=19&l=en&s=dhs&dgc=DM&cid=30313&lid=757079

As a former employee of a premier partner with Dell, this is something that most consumers overlook - you simply receive what you pay for. We deal specifically with the business lines from Dell: Latitude Laptops, and Optiplex Workstations. Why, because for a couple of extra hundred dollars, it pays dividens when there is a support need. US based support, escalated support, less jumping through hoops, technicians who know what they're talking about instead of reading a script, priority parts replacement, laptop battery warranty.

Where most people go wrong is that they start off with the base $199 system and then add some extra parts, software, printers, hardware, etc., until it is a $999 system and then complain about the support on, what is effectively a $199 system. How much quality should you expect from such an economy system? What would/should you expect from a new car which you purchase for $4999? If it broke down after 2 years, would it be surprising? You're not paying for Lexus or BMW prices, why would you expect that level of support?

Are you looking for quality support from Dell, the answer is simple:

Purchase business class systems with GOLD technical support and your worries will disappear - for several reasons (higher quality components and higher quality technical support).

Your post Jolsen is so typical!  Dell advertises its products as being so all-fired good, as well as, stating they have so-called "award-winning" customer service.  If a company's products are so great then they should have no trouble in standing behind them with a decent warranty...and effective customer support service!

Whether the product costs $60 or $2000...a respectable company will stand behind their product regardless!  Your post is a splendid example of the typical "brush-off" of the customer's concerns...one of outright indifference designed to cover yours and your company's own inepititude.

I suggest you do some in-depth research, particularly with the Central Texas Better Business Bureau and look at the massive numbers of complaints they have received!  For a company to have so many complaints...and most of them are along the lines of warranty and customer service/support issues...certainly indicates some serious problems!

You might also do some research in the area of Dell's legal problems as well.  The New York Supreme Court has ruled against Dell for its false, misleading advertising, as well as, its failure to provide effective customer service.  The government of Taiwan has also brought legal action against your "oh-so-great" company.

Why should the consumer have to go and shell out several hundred dollars more just to get decent customer support, or be able to speak with someone on American soil and not in some east Indian call center...staffed by cheap labor?

If I conducted my business affairs in the manner Dell does...I would not have a client base for very long.  Customers deserve to be treated as valued clients...no matter how much or how little they spend on Dell products!  Just given the massive complaints on this website alone certainly shows Dell is only out to get money as fast as they can, any way they can, and the H*LL with any problems the customer may encounter after a purchase!

Or, perhaps YOUR personal net worth is $13.5 BILLION...like Michael Saul Dell's is?